Chapter 3

NON-VERBAL
COMMUNICATION

earning Objectives
This chapter discusses the following
»Dimensions of Non-verbal Communication
»Body Language
Postures and Gestures
Atire, Appearance and Handshake
Personal Space
Timing
Examples and Behaviour
Smile
Organizational Body Language

There are hundreds oflanguages in the world and a smile

speaks all of hem.
-FRoM A BiLLBOARD
 DIMENSIONS OF NON-VERBAL COMMUNICATIOON

with the
Verbal communication refers to the communication which occurs
help of words. A verbal contract, therefore, suggests an oral contract and
a verbal evidence denotes oral evidence. By its very definition, non-verbal
communication refers to the type of communication that does not use

words.

It Does Not Use Words

It is thus a very prominent thir type of communication as distinct from

both oral and written communication. It takes place extensively at various
levels-individuals, family, society and organization.
Non-verbal communication is ancient and constitutes the earliest type of

Non-verbal communication. developed much before oral communication and

It
facial
communication languages came into being. Gestures, postures, signals and
communication
is ancient expressions were obviously among the earliest means of
and universal used by the preliterate man. The language of the hearing impaired which
uses signs and gestures perhaps evolved from these ancient methods of
communication. Another significant dimension of non-verbal

communication is its Unlike verbal communication, which

universality.
communication is
has limitations in terms of reach, the non-verbal
whereas non-verbal
universal in appeal. Words have boundaries,
transcends linguistic and
communication, which does not use words,
cultural barriers and boundaries. The language of
love and compassion is
Mother Teresa, for example,
widely recognized as a universal language.
was a communicator par
excellence who 'spoke' the universal language
understood all over the world. The
of love and compassion that was
are another example of
effective non-
silent movies of the bygone era
verbal communication.

associated with the power of

Non-verbal communication is closely
communication should be in a position
Non-verbal observation. The receiver of the
The receiver of the
communication to see, hear and even feel the communicator.
the gesture,
relies on communication should be in a position to clearly see the face,
the appearance and also hear the voice of the
observation and the tone, the dress, communication
observation, non-verbal
communicator. Since it is through
interpretation intended and unintended. It is
intended when the
may be both
certain messages to the target group through
communicator tries to convey
attire and other forms of body language.
conscious gestures, postures,
is unintended when the body language,
Non-verbal communication the receiver,
or appearance of the communicator is interpreted by
posture attire
not done consciously.
A sloppy posture or a casual
even though it is be
as lack of
seriousness, although the speaker may
may be interpreted
quite intent.
of other
take place independent
communication can
non-verbal
Although along with oral or verbal
Non-verbal of communication, it often goes
methods and
Used appropriately, body language
messages may communication by the speaker. the oral message.
complement non-verbal messages can
supplement and complement
or contradict
 Together they can make the message loud, clear and forceful. On the
contrary, if they are not consistent, the message that comes out would be
ambiguous or garbled. When a speaker speaks, it is not just through
words, but through the speaker's personality as well. Similarly, although
interpreting each non-verbal message provides a useful clue, listeners or
the target audience should not jump to conclusions, but should, instead,
take note of the totality of the messages communicated. It takes conscious
effort and keen attention on the part of both the communicator and receiver
to appropriately convey and interpret the message. The required degree
of awareness and consciousness on the part of both is of particular
relevance for the effectiveness of non-verbal communication.
Non-verbal communication can have an overwhelming impact. There
are myriad ways in which the body and its associated actions communicate
messages, both intended and unintended. Non-verbal communication takes
place at various levels when parts of the body, actions, mannerisms,
behaviour, attire and demeanour tend to communicate. In other words,
non-verbal communication takes place through the following objects.
actions, and expressions:
1. Body language -facial expressions, eye contact, voice modulation

2 Postures/Gestures-cariage, leaning, shrugging, nodding

3. Attire
4 Appearance

5. Handshake
6. Space
7. Timing
8. Example
9. Behaviour
10. Smile
Body language is a well-developed discipline of study. Behavioural
psychologists and researchers have studied, over the years, individuals
and groups of people in business organizations and have developed the
art of interpreting each one of the above as a means to ensuring effective
communication.

BODY LANGUAGE

There are many ways in which a human body expresses itself. These
subtle, conscious or unconscious and
Bodies do expressions may be obvious or

complementary or contradictory. It is said that bodies don't lie body

and
not lie can't sit erect; if
language, therefore, tells the truth. If you are tired, you
are sleepless, your eyes tend to shut or
if you are bored, you tend to
you as
yawn. Skilful communicators
can express themselves in many ways
conscious of the fact that various parts of the body may
long as they are
 intentionally or otherwise carry a message. Similarly, a keen listener or an
observer carries and makes sense from the body cxpressions as wcll. Facial
expressions, eye movements and the state of the eyes and the variety and
intensity of the human voice can and do convey different meanings.
Innocence, anger, wonder, shock, grief, terror, indifference, seriousness
friendliness, approval, disapproval, exasperation and many other feelings
can be expressed through body language. In some professions, where the
facial and body expressions are important, they are consciously cultivated.
Let us consider drama artists, movic stars, actors and people in show
business. The success of their performance often depends on their ability
to cultivate and display a wide range of expressions as the situation
demands.

EXHIBIT 3.1 Speaking with Figures

According to researchers, the non-verbal part of the communicatlon has an overwhelming
impact. It is sald that less than 10 per cent of the effect of a speaker on an audience is
accounted for by words. Over 90 per cent of the effect comes from the non-verbal part,
Here again, about 50 per cent of the effect 1s accounted for by the visual factors
appearance, apparel, body language, facial expresslon and postures and gestures. Over
35 per cent of the effect is accounted for by the volee -tone, sincerity, modulation.

When you speak, your personality speaks

The head, the gait, the walk, the carriage are also various facets of
and slouch
body language. Ramrod straight, bolt upright, hunchback, stoop
are some of the words associated with the body and its movements.
Nodding of the head to convey consent or approval and vigorous shaking
of the head to convey dissent are also common.

Facial Expressions
It is said that the face is the index of the mind. The thoughts of the mind
Face is the and the feelings of the heart often find expression on the face. There are
index of people who are good at reading facial expressions. Good communicators,
the mind whether they are speakers or listeners, learn to read and interpret facial
expressions. Some of the idiomatic phrases used in connection with facial
expression are:

. The face that launched a thousand ships

2 To make a face

3 The smile of acknowledgement or recognition

4. To carry a wooden expression

5. To carry a mask on one's face

The facial make-up, if any, can also be subjected to interpretation.
 Eyes of the human face. The eye
The eyes are indeed the most expressive part
of are often said to tell a
tale. In fact, the eyes
are the
mos
Eyes are a person of heart quite
commonly described part of the body. The felings the,
highly In the expression of love, affection
expressive often find expression through the eyes. Romantic literature, over
becomes crucial.
and sincerity the eye contact Some of thee words
references to the eyes.
the years, hasseen copious the eyes are as
and expressions used in common parlance while reading
follows:
1. Twinkle in his eyes

2 Furtive glance
3 Eyes emitting fire

4 Worried look
5 Sad look

6 Wary look

7. Unsettling stare

& Hurried glance

9 Cold stare

Since eyes are considered to be highly expressive, there is considerable

significance attached to the presence or absence of eye contact. In legal
Eye contact is
cross-examinations, in counselling sessions, in negotiations and other
relevant for all
in for particular
business such business situations, the quality of eye contact comes
in interviews
situafions scrutiny. In dealing with customers at the counter, facing
for recruitment and promotion, in making presentations and in sales talk,
eye contact assumes considerable significance.

Voice
Human voices, through their variations, convey different meanings.
Speech or oral delivery reaches the audience better through voice
modulation. Voice modulation refers to the adjustment or variation ot
tone or pitch while speaking. It is generally understood that voice has
five distinct features, viz.:
1. Tone-harsh, soft, whisper
2 Pitch-high, low
3 Quality-controlled, uncontrolled
4 Pace-Tapid, slow
5 Force-intensity
Voice-related features are particularly relevant in spoken
communication, either face to face or through telephone.
 POSTURES AND GESTURES

Yet another component of non-verbal communication relates to postures

Postures and and gestures. Posture refers to the carriage, state and attitude of body or

gestures body and a

Gesture refers to any significant movement of limb or
complement
mind.
deliberate use of such movement as an expression of feeling. Gesture
the spoken can also be understood as a step calculated to evoke response from another
word person or to con vey intention. Gesture includes gesticulation.
Like other
aspects of body language, posture and gesture should also be read along
with the verbal and other messages. The posture of a person may be
described as erect or upright or reclining. Posture may be physical or
mental. Gestures in human interfaces are many and varied. People read
and interpret gestures and hence these are extremely important in the

organizational context.
the back, putting the hand
Nodding, shaking of head, smiling, patting
Messages are over one's shoulder, clasping hands, shrugging, touching, frowning,
of
scowling, blinking, yawning and crossing and uncrossing legs
are
conveyed through
that are used to
movements and among the various types of physical actions and gestures
others
physical actions convey meanings and messages and are likewise interpreted by
these actions can
receiving the message. The message conveyed through
be both positive and negative, and therefore, the communicator
has to be
these postures,
quite conscious of his actions. Again, to be etfective,
the spoken word. If not, the
gestures and actions have to complement
communication results in contradiction and confusion.
of much significance in the
Postures, gestures and actions are

be of great help in
organizational context. Understood properly, they
can

can cause considerable

conveying the right message. Ignored, they the
unintended damage and misunderstanding. In a meeting where
promotional interview, or even when an
chairman is addressing, or a

customer is attended to, people concerned should be

being
important
actions. They should convey the
conscious of their body movements and
are both physically and mentally alert
and
proper message that they
time may be taken as a sneer and,
responsive. A smile at the wrong
of arms
therefore, may irritate a person. Slouching, yawning, swinging
which give a message of indifference and
and legs and such other actions
avoided in all serious business-
carelessness will have to be scrupulously
interactions. In the organizational context,
related and organizational
make effective use of gestures like a
leaders and good communicators
the back. They come in very handy for
smile, a touch and a pat on
motivation, morale building and clearing
misapprehensions.

AND HANDSHAKE
APPEARANCE
ATTIRE,
handshake are other facets of body language that
Attire, appearance and
to interpretation by the audience or the people with whom
are subject
one interacts.
 Attire
Attire or dress is another important aspect of non-verbal communication
The way a person dresses is often subjected to much interpretation. Attire
Attire proclaims
proclaims a person. The dress a person wears, besides announcing him
and creates the
or her, creates the first impression. In business organizations the world
first impression over, the attire of a person has come to acquire much significance. Formal
informal or casual dressing conveys different meanings. Important and
ceremonial occasions normally call for a formal dress. Organizations, in
fact, very often have their own unwritten dress code that is well understood
and scrupulously followed. A person addressing an important meeting
making an important announcement, receiving dignitaries or making an
appearance at a high-level conference or a court of justice has to wear a
formal dress or a dress that is not interpreted as casual wear. Any breach
of this unwritten code is likely to dilute the effectiveness of the
communication. The dress one wears should be in agreement with the
occasion.

Appearance
Physical presence and appearance of persons play a key role in the process
Appearance helps) of communication. The way one looks and presents oneself indicates the
make a positive importance one attaches to one's presence or participation. A dishevelled
Impact look as evidenced by disorderly hair, untidy, ruffled or unkempt
appearance, suggests indifference or casualness. Any person who is serious
about vhat he wants to convey, especially in a formal setting, tries to
appear so. In modern society, people have the habit of judging others by
their appearance. While there may be exceptions, generallya person keen
on conveying a serious, business-related message has to make a positive
impression in terms of appearance. People tend to prejudge a speaker
through his attire and appearance even before he starts speaking. When
people speak and interact in business and organizational context, they
speak not merely with their words but with their total personality.

Handshake
It is now well accepted, especially in
metropolitan and urban environs,
Avoid a limp that people greet each other and introduce themselves to one another
handshake with a handshake. It is a common form of and introduction
greeting
among both men and women. Since a handshake is seen as a type of non-
verbal communication, it is very essential that it is done properly. Like
the other aspects of body language, handshakes are also varied, and each
one of them has certain
interpretations. Given below are some descriptions
and interpretations:

1 A firm handshake-The right way, shows confidence and keenness.

2 A limp handshake--Indicates that the person is not very sure of
himself, suggests an inferiority complex.
3. A clasp-Using both the hands, suggests high degree of warmth or
respect.
ou cannot shake hands with a denched fist
-INDIRA GANDHI
 4. A vice-like grip-A tight grip which makes the other person
uncomfortable suggests some kind of aggressiveness and dominance.
A good communicator is aware of what each type of handshake stands
for and ensures that the most appropriate one is used. A limp handshake
by a person in authority may be interpreted to mean that the person is n0
keen on further communication or interaction. Further, when a
businessman meets a businesswoman, it is appropriate to let her make
the first move, when he is not
very sure of the proper way of greeting.

PERSONAL SPACE

Personal space or the space between persons during their interactions

Personal space with each other is another segment of non-verbal communication. Physical
depends on the distance between persons can indicate familiarity and closeness or
relationship otherwise. People who are close to each other tend to keep minimum
distance whereas strangers and people who are not on very friendly terms
with each other maintain physical distance. n a hierarchical context,
while peers move close to each other, subordinates maintain a certain
distance from their superiors. Similarly, the poor person refrains from
going close to a rich person. In ancient societies, besides economic factors,
class, community, colour, profession, rank, education and other such
factors constituted the basis for physical space. All these facto
relevant for the proper understanding of the spatial non-verbal language.
The British, particularly, respect such spatial considerations. Not only
the length of space, but even the physical position has its own significance.
Front seats and special seats, as we all know, are occupied by relatively
senior and more important persons. When peers are in conversation, or
distance
speaking on the telephone, the subordinates normally wait at a
awaiting the signal to approach. On the contrary, when the subordinates
are in conversation or speaking on the telephone, the superior moves
close and often shows his impatience. Whether it is in an organization, or
in a social context, personal space has its own significance, which one
has to apprciate so as to make communication effective.

EXHIBIT 3.2 Keeping Proper Distance

It is well understood that the distance people maintain while communicating with each
other indicates how close they are to each other in terms of social or business relationship.
While close friends and people at the same hierarchical level keep the physical gap to .
who have a superior-subordinate relationship
the minimum, strangers as well as people between two persons would also vary
do not get too close. The proximity or otherwise
rom culture to culture and country to country
how close you stand when standing next
According toa newspaper report, here is
to someone in office:
. 10 feet if you are an Asian
2. 3-5 feet if you are an American
3. One foot if you are a Latin American
would have its own well-understood norms.
Yery society and even every organization
 TIMING
non-verbal communication take
Timing is another means through which
who gets up first and leaves fir
Timing place. Who comes first, who sits first,
are all actions of non-verbal communication. Generally speaking, the
depends on
and the participants arrivecar
hierarchy subordinates, the invitees, the students
are expected to do so. On the
and protocol and occupy their seats in advance. They
the superiors, the special invitcr
other hand, the teachers, the speakers,
and the chief guests generally arrive a little later. They are not made to
the senior-most person or the chief site
wait. Similarly, in any meeting,
and leaves before the others. When t
first, speaks first, gets up first the heads of State
comes to public and
other formal functions involving
are seated as per protocol.
For example
and other dignitaries, speakers
last to speak while all other speakers get to
the governor of a state is the
before him. Looking at the watch is of
another aspect time-related
speak
communication. The superior looks at the watch to suggest his displeasure
The listener lookS at the watch
when the subordinate arrives late.
time is over
frequentlyto the message to the speakers that their
give
Time management has come to acquire great significance in modern
well recognized that as business
day business management. It is laid out time
organizations pursue their multifarious goals per clearly
as

success. In the organizational

schedules, time management holds the key to
an organization is judged by the
context, the efficiency or otherwise of
actions such as:
importance people concerned attach to
. Whether the person is in time for an appointment
2 Whether a person who has come on time for an appointment is kept

waiting
3. Whether the meetings and functions start on time
4 Whether tne speaker keeps to the allotted time.
5. Whether the telephone is picked up as soon as it rings.

Progressive organizations that the value of time is well

ensure
appreciated. Indifference to time schedules, on the other hand, suggests
a sloppy work culture.

EXAMPLES AND BEHAVIOUR

The way in which one conducts oneself and behaves in the process of
communication is another very forceful facet of non-verbal
Actions speak
communication. Actions convey messages more forcefully than words.
louder than
words People expect others to practice what they preach. Preaching without
practicing would sound hollow. It is said that examples are far more
effective in communicating intentions and concerns than words. 'Do as
the
I say, not as I do' does not carry conviction. The example set by
teacher, the father, the superior and the leader either reinforces 0r
contradicts the verbal message. Talking about cost control without being
The teeth are smiling but is the heart!
-A CONGOLESE PRoVERB
 without setting
Irugal may not be very effective. Asking others to work hard
stair
in that regard dilutes the Before expecting one's
an
example message.
should set an
O De and courteous to the customers, the manager
polite
example by being polite and courteous.
Behaviour refers to manners, conduct or treatment shown by a person

towards others. behaviour. One talks about childish

People tend to interpret
Qualitiesof Behaviour is
head and heart behaviour, responsible behaviour and dignified behaviour.
governed by thoughts as well as feelings. The qualities of head and heart
Sometimes
decide the behaviour of a person under given circumstances.
the mind or a rational approach dominates behaviour.
There are also
Occasions when the heart or emotions take an upper hand.
The behaviour
and
of people gets closely watched by others in social, organizational
business interactions. People in organizations tend to imitate their superiors
in behaviour and action. Superiors who communicate through personal
conviction. Great
example and deeds communicate effectively and carry
behaviour and use them for
leaders recognize the power of example and
effective communication.

SMILE
facial expression. It opens the doors
to
A smile is very potent form of
a
communication. A natural, pleasant smile
carries great significance in
A smile human relationships, be they in a family,
speaks all establishing and sustaining
business organization. The significance smiling
of
languages society, community or a 'You are never fully dressed unless
in the
is beautifully brought out saying,
'Smile speaks the language compassion, sincerity,
oflove,
you wear a smile.
contidence and dependability.
A smile emits positive signals. All
courtesy, artificial or
smiles are not genuine. Wry or
the same, it is also true that all
to those of natural and
smiles convey messages quite contrary
platonic intended and not sarcastic. In making
smiles. A smile should be well
pleasant and in every
in interacting with teammates
sales calls and presentations, and earn goodwill.
can create a favourable impact
such transaction, a smile to cultivate
the sales force is specifically taught
In the service industry,
in their day-to-day transactions with
genuine smiles and smile liberally
colleagues and customers.

ORGANIZATIONAL BODY LANGUAGE

their own body language. It is

Like individuals, organizations too have constitute the first
organization
a business
said that physical facilities in and visitors. As such, an
communicating with the customers
step in itself through the following
features:
organization 'expresses
2 Office arrangements
. Design and layout Distance and locations
4.
3 Space management
diffuses
it kills you. The physiology of smiling
Smile if and soul
and angst. t makes your. body
a lot of anger feel befter.
-ToM PeTERS
 . Colour statements

Imagery
Each one of these, by design or otherwise, con veys a certain meanin.
or impression to every visitor. ning

Design and Layout

The structure of the building, the design of the counters, the layout of te
office, all convey a message. People talk about solid and imposino
structures, conservative and modern designs and nowadays, eco-friend,
buildings. Every business or profession carries a certain impression and
the design or the layout quite often reinforces it. Whether it is a bank.
hospital or a department store, there is a pattern that becomes evident
For a long time, till recently, bank buildings and banking halls in UK and
Europe were known for their conservative and imposing structures.
Designed to impress the elite sections of society, in terms of physical
appearance, they were more awe inspiring than inviting. The early banking
halls exhibited aloofness and carried a forbidding atmosphere. The
solidity
of the structures, so to say, reflected the security of the funds
deposited
by the affluent public. The advent of mass banking and retail focus have,
however, brought.about a friendly and inviting look to bank branches.
Every business strives to create a certain ambience that con veys a positive
message about itself. Service organizations like banks are taking care to
be seen as friendly and accessible. Branches and automated teller machines
(ATMs) even provide ramps so that people with physical disability find
them accessible.

Office Arrangements
Businesses have their own offices, outlets, stores and such other
physical
centres where work is done, business is transacted and interactions take
place. Seating arrangements, sign boards and name plates, lighting, access
and exit, visitors lounge are to be decided
keeping in view employee
comfort and customer convenience. Under manual environments, office
layout and arrangements had to facilitate efficient paper or file movement.
Under computerized conditions, lighting, dust-free environment and
cabling have to receive attention. When employees work at a stretch for
long hours, it is very essential that office arrangements and
facilities are congenial. Similarly, as far as the customers are physical
concerned,
customer counters constitute the face of the business and the people at
large judge them by this face. Design, layout and physical
arrangemenis
have to be well planned so that the people concerned perceive them to be
not only operationally convenient, but also pleasant.

Space Management
usiness organizations are commercial entities. Governed by the profit
motive, they are always under pressure to optimize their resources and
 cut costs. Given this scenario, space management or efficient utilization of
available space assumes significance. While not wasting space, business
organizations should ensure that their offices and outlets are not cramped
for space. Many businesses have front offices and back offices and these
have difierent specifications. There should be adequate lung space for
and customers. To give a positive message, businesses
the employee
should also demonstrate their concern for people, especially women,
children and the elderly persons. For example, offices frequently visited
by senior citizens should, as far as possible, be located on the ground floor,
so that they do not have to climb stairs. Similarly, there should be adequate
parking space so that visitors do not have to walk long distances. Given
the spiralling rentals and real estate prices, space management becomes a
challenging task.

Distances and Locations

Distances and locations too assume significance in the process of
communication. Unreasonably long distances between two connected
departments and offices, for example, do not convey a positive message.
Other things remaining the same, lesser the distance, more frequent is
the communication. Proximity facilitates effective communication. When
the need for communication between any two groups is frequent, as far
Another
as possible, they should be located in proximity to each other.
noteworthy feature concerns location. The location of an office,
a

There
functionary, a department or unit is also subject to interpretation.
status symbols. An executive
are also perceived and generally accepted
an executive
floor to house the offices of general managers or presidents,
chief executive and such other
floor or lift or passage for the chairman or
in certain business
location-specific messages are also prevalent
elevated and occupies those offices, the
organizations. When a person is
person is seen to
have 'arrived. Distances and locations also convey
There are offices with an easy access
another message, i.e., accessibility.
there are others where the access is
restricted.
and

Imagery environment are very

Business organizations in a highly competitive
image-whether it is positi ve or negative, friendly
particular about their of businesses to see
or otherwise.
There is a constant effort on the part
built up and sustained. Imagery includes pictures
that a good image is at the mention
and photographs and refers to the image that one conjures up
in the minds
Imagery is the language that produces pictures
of the name.
when
Communication becomes effective
of people reading or listening.
efficient or
picture-friendly,
evokes a favourable
the mention of a name
and emblems should help convey the
dependable. Signs, symbols, logos
right message.
 Colour Statements
colours'. Colours too
to 'say it with
mal

Like flowers, it is possible communicate different feelinoe

statements. Different colours
own

White-serene, sober, peaceful

2 Red-passion
3. Green-growth, brightness

4 Bluecompetence

5.
5. Grey-strength
6 Black-dark, serious, mysterious
Colours convey boldness and aggression, conservatism, tranquilli
quiet efficiency or loudness. Businesses which are keen on effecti
communication ensure that the colours they use for their offices an
buildings as well as the colours for their personal use do not conflict with
the other messages brought out. The signboards, interiors, uniforms, ties,
stationery, vehicles and such other items which are in the public eve
should be consciously designed to make the right colour statements.
From the above paragraphs, it is evident that there are many ways in
which an organization communicates with its stakeholders and other
Interpretations
change public. People add up all these features and form their judgments
constantly efficient, laidback, friendly or robust. It is to be remembered, however,
that these interpretations and judgments are constantly changing. That
which was considered flashy and bold yesterday may not be so today
Competition, changing lifestyles, advancements in science and technology
bring in an element of dynamism to the process of non-verbal
communication. Banks, railway platforms, government offices,
supermarkets, petrol stations, theatres and a host of other businesses take
extra care to present themselves as friendly places. Since communication
is goal oriented, all such efforts are directed at
making the right statements.

KEY THOUGHTS

1 Non-verbal communication is distinct from oral and written

without the use of words. Unlike verbal communication. It takes place
communication,
transcends linguistic barriers and carries universal this type of communication
2 Non-verbal communication takes place through body appeal.
appearance, handshake, space, timing, examplelanguage, postures and gestures, attle
and behaviour. Since this
Communication takes place through observation, it may be both intended type
This communication takes and unintended.
face, the eyes, the place by observing, noting, and interpreting the communicator
gestures, the
dimensions such as the tone,posture,
its the dress, the
appearance, the smile, the voice and
contradict verbal communication. quality, pitch, pace and intensity. It can
supplement
 4. Body language can
express innocence, anger, wonder, shock, grief, indifference, approva
respect and a host of such
feelings.
5. Facial expressions, the eyes and the voice apart, the attire, the appearance, posture anu
gestures, handshake, smile, space, timing, example and behaviour, by themselves and im
conjunction with other types of communication add meaning to the process or
communication.
6. Like individuals, organizations too
express themselves in many ways through various meats
of non-verbal communication. Design and layout, office
arrangements, space managemen
distances and locations, colour statements and imagery can and do convey messages and
statements.

7. Inasmuch as businesses themselves are not static in nature, non-verbal communication

will have to be understood and appreciated in a dynamic context. Forcommunication to be
complete and effective, the use of each dimension of non-verbal communication to achieve
specific objective assumes relevance.

Review QUESTIONS

the various types of non-verbal communication? How can non verbal communication be
1. What are
used effectively?
communication? What are its strengths
2. How is non-verbal communication different from verbal
and limitations?

3. 'Face is the index of mind.' Discuss with reference to facial expressions.

4. Bring out the significance of the statement, 'Bodies do not lie.
or voice.
5. Write a short note on any two facets of body language-face, eyes
proclaims man.' Discuss this
statement with reference to appearance as atypeof
6. 'Appearance oft
non-verbal communication.
within the organization?
used effectively in dealing with people
7. How can posture and gestures be reference to senior executives in
statement with
8. Actions speak louder than words.' Discuss this
any organization. communication in the
handshake and (b) smile in ensuring positive
9. State the significance of (a)
organizational context.
organizational body language.
Discuss various dimensions of
an
10.